CALL LOGGED AND COMPAY DID NOT DELIVER ON PROMISE

i had a problem with my laptop and i phoned them as my laptop is still under guarantee.When i logged a call i was given a reference which unfortunately i misplaced.I did a follow up a week after which is 06/05/2015.They asked for a reference number and i could not give them as i dont have it.They could not trace my call with my name and surname.I asked them to log a new call then and i was told that they dont have technicians in my area.The previous person i spoke to a week ago did not tell me that.I was told that a technician will come and pick the laptop up.Today i am told that i need to drive to where i bought the laptop and explain to them my problem.My argument is why am i told this now after i have followed this up.Why do i need to spend for a service and why were my not told when i registered the laptop that for any problem you will go to the shop